Terms and Conditions

Last updated: 13/08/2022

Please read these Terms and Conditions carefully before using this website. By using this website, you agree to these Terms and Conditions outlined by Willow & Fern Creations (i.e. “we”, “us” or “our”). These Terms and Conditions should be read in conjunction with our Privacy Policy, Shipping Policy and Return Policy. If you have any questions about these Terms and Conditions, please email us at willowandferncreations@gmail.com.

PRODUCT DISCLAIMER

We individually handcraft our products in small batches and try our best to maintain consistency, however slight variations will occur in size, weight, scent level, design and colour to the images of the products shown on the website. Colours of our products may vary on different computer monitors and devices. Due to the handmade nature of our products, there may be minor imperfections, and this is not a reason to return our products.

When buying a product, you agree that you are responsible for reading the full product description before making a commitment to buy it. All descriptions of products are subject to change without notice. We reserve the right to discontinue any product at any time.

We do not warrant that the quality of any products, information, or other material purchased or obtained by you will meet your expectations.

MEDICAL DISCLAIMER

We do not claim that our products have any therapeutic or medical benefits. The statements regarding the health-related benefits of certain ingredients are not intended to replace professional medical advice to diagnose or treat health conditions. We only use essential oils to scent our products so consult a health care professional in case of pregnancy.

We do not accept responsibility for any adverse reaction to our products. A full ingredients list is available in description for each product on our website, which we encourage you to read before you purchase the product. People with an allergy to a certain ingredient listed should not purchase that product. If in doubt, perform an allergy patch test on a small area of the body and if at any time irritation occurs, discontinue use immediately. We cannot guarantee that there will be no cross-contamination of individual ingredients. All products are for external use only.

PRICING

All prices displayed are in Australian dollars and are inclusive of GST (where applicable). Prices for our products are subject to change without notice.

The total cost of your order consists of the cost of products ordered as well as delivery charges displayed at checkout.

 

ORDER PROCESSING

When you place an order with us, you will receive a confirmation email that contains information relating to your purchase. We will only fulfil your order once full payment has been received. Multiple products ordered within the same order will be shipped in the same parcel.

Please allow up to 5 business days for orders to be processed and shipped once full payment has been received. If the soap is already in stock, processing time will be shorter.

You will receive a confirmation email notifying you that your order has been shipped. You will receive a tracking number via email from Sendle or Australia Post so please ensure your details are correct. Allow up to 48 hours for the tracking information to become available.

PAYMENT METHODS

We use the payment processer Stripe, which can accept the following payment methods:

  • Visa (credit and debit cards)

  • MasterCard (credit and debit cards)

  • American Express

  • Diner's Club

  • JCB

  • Apple Pay

There is no surcharge for using your credit card to make a purchase. Incorrect information will cause a delay in processing your order.

 

CANCELLATION POLICY

We accept cancellations within 24 hours of purchase and will issue a refund upon request minus any transaction fees that were paid by us. We will notify you of this fee. Please contact us at willowandferncreations@gmail.com to discuss cancelling an order. If the order has already been shipped, we are unable to offer you a refund.

SHIPPING POLICY

We ship the majority of our products via Sendle using standard shipping. For remote locations, products are shipped via Australia Post. Shipping rates will be calculated and displayed at checkout and are based on your location and the total weight of your order.

All parcels are marked as “Authority to Leave” (ATL) to minimise contact during COVID-19. In some cases, a parcel over 1kg may be marked as “Signature on Delivery”, please contact us before we ship the order to discuss.

Please note that Sendle cannot deliver to Australia Post-owned properties (this includes post offices, PO boxes, locked bags and parcel lockers), so a physical street address is required for deliveries.

Delivery times may vary and please note that there may be shipping delays due to COVID-19. We do not guarantee delivery dates as all dates are estimates. If your postcode is in a metro area, there is a high chance that deliveries will be received within 5 working days. If you haven’t received your order within 10 working days of receiving your shipping confirmation email then please contact us at willowandferncreations@gmail.com and we will investigate the issue for you.

We package each order the best we can to ensure it arrives undamaged. However, once your order has been shipped, they are the responsibility of the courier company and we are not responsible for factors outside of our control, e.g. shipping delays, lost, stolen or damaged goods from transit or incorrect address details. If your parcel has been damaged during transit, you must lodge a claim within 1 business day of the parcel being delivered as per Sendle’s Cover Policy. Please ensure your address and any delivery instructions have been entered in correctly as we are not liable for delay, loss or damage due to the incorrect or incomplete address being provided. We do not offer refunds or replacements for parcels that go missing, however you can make a claim directly with Sendle or Australia Post.

We do not offer express shipping or international shipping.

RETURN POLICY

Due to the personal nature of our products and hygiene reasons, we do not offer returns on our products unless they are faulty / damaged, a major problem exists, or the incorrect products were received.

According to the Australian Consumer Law, a product has a major problem when:

·         it has a problem that would have stopped you from buying it if you’d know about it

·         is significantly different from the sample or description

·         is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time

·         doesn’t do what you asked for and can’t easily be fixed within a reasonable time

·         it is unsafe as a result of the problem

We make every effort to ensure your product arrives in an excellent condition, however please inspect your purchased products upon delivery as we cannot guarantee their handling during shipping. If your parcel has been damaged during transit, you must lodge a claim within 1 business day of the parcel being delivered as per Sendle’s Cover Policy. If you have any other issues with your order, please contact us at willowandferncreations@gmail.com within 5 business days of receiving your order. Please include your order number, tax invoice and photos of the product and packaging and whether you’d prefer a replacement or a refund. You’ll need to provide a proof of purchase. We will notify you of the acceptance or rejection of your return. If the return is accepted, we’ll send you instructions on how and where to send your return package. The order amount (excluding the shipping cost) will be processed back to the original payment method.

We do not accept returns for change of mind so please choose carefully. We individually handcraft our products in small batches and try our best to maintain consistency, however slight variations will occur in size, weight, scent level, design and colour to the image of the product shown on the website, therefore minor imperfections or soap “sweating” will not be accepted as a reason to return a product as this does not affect the quality.  Colours of our products may vary on different computer monitors and devices. Further to this, we do our best to describe the scent, but we do not offer refunds based on your dislike of the scent of a product.

ACCURACY OF INFORMATION

The information contained in this website is for general information only. While we endeavour to keep the information presented correct and current, we make no guarantees of any kind about the accuracy and completeness of the information contained on the website.

We reserve the right to correct any errors, inaccuracies or omissions if any information contained on our website is inaccurate at any time without prior notice.

YOUR PERSONAL DATA

Our Privacy Policy outlines how we collect, use and disclose your personal data when you visit or make a purchase on our website.

PROHIBITED USES

You are prohibited from using this website and its contents for any unlawful purpose. You must not misuse or interfere with our website in a way that is a criminal offence, such as hacking, uploading viruses or any other type of malicious code that will affect the functionality of our website, stealing our customers’ information and data scraping. We reserve the right to terminate your use of the website for violating any of the prohibited uses and we will report any such breach to the relevant law enforcement authorities.


LIMITATION OF LIABILITY

Willow & Fern Creations is not legally responsible for any loss or damage you might incur associated with your use of our website, including errors in the information presented, products we offer or any other use of the website. You acknowledge that the information available may contain inaccuracies and we are not liable for any such errors to the fullest extent permitted by the law. Your use of any information or materials contained in this website is entirely at your own risk.

We cannot guarantee that this website or its servers will be free of viruses or other harmful components. We recommend that you use virus protection when using this website.

You agree to indemnify and defend Willow & Fern Creations from all third party claims, damages, liability and costs including legal fees as a result of your misuse of this website or breach of the Terms and Conditions.

INTELLECTUAL PROPERTY AND COPYRIGHT

This website and its contents are the exclusive property of Willow & Fern Creations. This includes products, designs, images, text, logos and any other elements of this website. Our content is protected by Australian copyright laws.

Any redistribution or reproduction of any of our website’s contents for commercial purposes is forbidden without the prior written consent of Willow & Fern Creations.

You may store and display our website content for personal and non-commercial use only. You can link this website in a way that is non-commercial, fair and legal, however you must acknowledge the website as the source of the material.

We reserve the right to take legal action if you breach any of these terms.

 

LEGAL

These terms and this website are subject to the laws of Queensland and Australia.

 

AMENDMENT OF TERMS AND CONDITIONS

We reserve the right to change these Terms and Conditions at any time. Any modifications will be posted on our website and effective immediately. We encourage you to review our Terms and Conditions periodically to ensure you’re up to date with any changes.